Fatma Nabil AbdElhamid

•Provided first-level support to customers via phone, email, or chat for technical
issues, service inquiries, and troubleshooting.
•Assisted users with account setup, login problems, and product usage guidance.
•Escalated complex issues to Tier 2 or relevant departments while ensuring the
customer remained informed throughout the process.
•Maintained accurate, detailed records of customer interactions using internal
ticketing systems (e.g., Sales force, Zen desk).
•Met or exceeded KPIs such as resolution time, customer satisfaction scores
(CSAT), and adherence to quality standards.
•Delivered support in a customer-centric manner, ensuring empathy and
professionalism in every interaction

-I have worked as a Sales Agent for nearly 7 months, including three months in a
support role (SME).
•Handled inbound and/or outbound customer service calls in a fast-paced, high-
volume environment.
•Assisted customers with account inquiries, billing issues, product/service
troubleshooting, and general support.
•provided clear, accurate, and empathetic communication to resolve customer
concerns efficiently.
•Used internal CRM systems and tools to document customer interactions, track
cases, and follow up as necessary.
•Met or exceeded performance metrics, including call handling time, customer
satisfaction scores (CSAT), and first call resolution (FCR).
•Escalated complex or unresolved issues to team leads or specialized departments
as needed

•Scheduled, confirmed, and rescheduled appointments using dental practice
management software (e.g., Dentrix, EagleSoft, Open Dental).
•Handled incoming calls and emails, provided information about services, and
directed inquiries appropriately.
•Verified patient insurance coverage, obtained pre-authorizations, and explained
benefits and co- payments.
•Accurately entered and maintained patient records, medical history, and
treatment plans in compliance with confidentiality standards (HIPAA or
equivalent).

Welcomed visitors and clients with a warm and professional demeanor.
-Managed incoming calls and directed them to the appropriate departments or
personnel.
-Assisted in day-to-day office operations and administrative support.
•Assisted with onboarding new employees and coordinated internal
communications.
•Supported invoicing, basic bookkeeping, and financial record-keeping.
•Prepared reports, handled data entry, and maintained accurate records.